Zoho Desk Reviews & Product Details
Zoho Desk is a longstanding name in its category that offers feature rich automation tools that help make your agents job easier and more efficient. One of their most lauded features includes an AI assistant that can identity repeated keywords and opinions in customers’ text to analyze customer mood and sentiment. Such smart solutions are coupled with auto-tags for tickets. You can also send automated notifications concerning ticket progress, assign tickets to specific agents, and update records via the platform.
| Capabilities |
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|---|---|
| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Zoho Desk Pros and Cons
- There are plenty of reporting features that provide customer insights and agent performance data
- A range of templates are available to help you respond to customers quickly and effectively
- You get real-time insights into support operations
- There’s a good free plan for new users
- The wealth of features on offer can make it harder for beginners to pick up the software.
Its functionality even at the free tier outshines the competition
Could be slightly cheaper for the base paid plan or newer smaller businesses.
To make sure tickets are responded to promptly.
I love the fact that I can integrate all of my brands into one customer service product. The software allows me to create separate support channels for each brand and have a knowledge base, forum and separate Help Centers.
The only issue that I have with Zoho Desk is really I would like to have more control on the customization and look of my Help Centers. Also, I think that being able to link a chatbot to the help center would be great. I am still looking into this so perhaps this feature exists.
With Zoho Desk we are minimizing the number of direct calls to our office. Many clients are able to find their answers through the knowledge base. We will be setting up a full outgoing call center soon using Zoho desk as the base platform. We are very excited about how we can acquire new clients using Zoho desks contact center.
It's very simple to use.A tool that allows us to manage no request for intervention
how to archive tickets and how to connect to the email system
We solve computer problems
Auto-assigning agents as well as assigning service level agreements automatically to tickets originating from certain email domains and customers is extremely helpful.
I wish administrators were not counted as agents, prefer to be able to set up the system and go in to make changes as needed as opposed to paying for a mostly inactive user.
We are using Zoho Desk to improve customer service and keep track of user issues. The ability to auto-assign tickets to certain users based on the customer's email is extremely helpful.
API integration, automation, chat and ticketing system
nothing. All seems to be working. very nice
Automation of ticketing system
The ease of setup and use of chat for our website.
Nothing at this point in my experience. I need to use the product longer.
Customer questions and directing web traffic to the right contact.
Usability, very easy to use and set up. suport was great
Was a little overpowering at first, trying to get you to sign up to lots of stuff
Customer Service, Support Logs, Feedback
The mobile app is so much cleaner and smoother than the alternatives offered by competitors.
We've had some issues with the admin panel where requests will fail upon import, but after a few attempts they've worked.
We're a non-profit with account queries on a regular basis, the help centre combined with the available widgets keep our support queries to a minimum!
Its easy panel management for customers and agents
Some of words are not translated good to Spanish language
All type request from customers oriented to software development
Facil configuración, uso amigable, integracion con otros modulos como CRM
Nada por el momento, estamos en la etapa de trial
Poder centralizar informacion de clientes que ingresan por diferentes canales. No perder ninguna informacion valiosa sobre la gestion con un cliente
The ease at which my customers can link up to a session
It seems to focus on companies rather than the domestic use I am looking for
Setting up sessions with ease.
The ease of setup from adding it to o365 until usability was great. I don't feel overwhelmed like I did with other products. Support was very helpful and their guidance emails they have been sending me where very useful.
I have not found anything I dislike so far. Everything has been working out of the box as promised.
We had a good old support distribution email box. But it would cause oversight in support tickets. With zoho we can set up workflow rules that will alert us if support requests have been overdue.
I needed a help desk setup quickly with very little learning curve. Zoho Desk gave me extra what I needed and a mobile app in to the bargain. I tried several other help desk systems and gave up if it took more than 10 mins to setup and understand.
Only snag was finding a quick way to close a ticket at times.
Record keeping and SLA compliance.
What can I say about Zoho Desk, it has everything I need and more. I can track my tickets and recent issues with my businesses.
I would like to change more of the templates for showing a customer how to access the customer portal.
I am solving IT problems, website design problems and any other IT manage service I can provide.
Easy to set up, well-functioning workflow.
SSO SAML does not allow field mapping to be changed.
Good practices in the end user support process.
Excellent interface. I am using it to teach my students how Help Desk software works, how tickets are created, assigned, escalated and closed. I could not have picked a better product.
Nothing as yet. But then I just started testing the software.
Teaching a class on Help Desk Operations at a College. I hope to familiarize my students with good Help Desk Management software.
It was really good experience to organize all the customers which we have in same platform and follow up all kind of information related to them very easily. When we compare to another competitors in the market Zoho is way much better for managament and design.
Till this moment, we couldn't find any features that we disliked.
Creating flow charts for our projects and a tailored system for all topics is a very problem solver for our company. Additionally their support team is very fast and dedicated to their clients.
Easy to use, quick setup. Great features, and competitive pricing.
I'd like to see different colors for who the tickets are assigned to. I haven't found this feature.
We have a team of working on website support requests. It has helped get customer requests out of my inbox and into a queue for us to work on.
It is very easy to use, compared to other tools zoho desk is better
nothing, I like everything about zoho desk, it has everything I need.
It allows me to support my clients, helping them solve their problems with their IT equipment.
This product was simple to implement and extremely sheek.
There are a lot of options, Some we need some we do not.
This product helps centralize support efforts.